Elevating Customer Service: Mastering the Art of Phone Support

Elevating Customer Service: Mastering the Art of Phone Support

In today’s highly competitive business landscape, customer service plays a pivotal role in distinguishing exceptional companies from the rest. While various channels cater to customer support, the timeless medium of phone support remains a cornerstone of unparalleled customer experience. In this blog, we will explore the best practices and strategies that set apart companies with the best customer service on the phone, emphasizing empathy, communication, efficiency, and personalized interactions.

Empathy: The Heart of Phone Support
The key to outstanding phone support is empathy. The best customer service representatives understand that behind every call is a person seeking help, reassurance, or resolution. They actively listen, display genuine concern, and acknowledge the customer’s emotions. Empathetic interactions build trust and foster a positive connection between the company and the customer, leading to increased loyalty and word-of-mouth referrals.

Clear and Effective Communication
Clarity in communication is vital for successful phone support. Customer service representatives must be well-versed in the company’s products or services, capable of explaining complex matters in simple terms. Active listening skills are essential, as they enable representatives to grasp the customer’s needs accurately and respond appropriately. Additionally, using positive language and avoiding jargon enhances the customer’s understanding and leaves a lasting impression.

Efficiency: Respecting the Customer’s Time
The best phone support is efficient, respecting the customer’s time. Reducing wait times and ensuring swift resolutions demonstrate a commitment to the customer’s needs. Implementing automated phone systems that route calls to the right departments and offering callback options when lines are busy can significantly streamline the process. Furthermore, equipping representatives with robust knowledge bases and tools enables them to handle inquiries promptly and effectively.

Personalization: Treating Customers as Individuals
Personalization elevates phone support by making customers feel valued and understood. Representatives who address customers by name and reference past interactions establish rapport and show genuine interest. Collecting customer data helps tailor responses to their preferences and needs, creating a more personalized experience. A personalized approach nurtures long-term relationships and encourages customer loyalty.

Going Above and Beyond: Surpassing Expectations
Exceptional phone support goes beyond addressing the immediate concern. Representatives who proactively offer additional assistance, such as providing relevant resources or anticipating potential issues, exceed customer expectations. Follow-up calls to ensure the resolution’s effectiveness demonstrate a commitment to customer satisfaction, enhancing the overall experience.

Conclusion
Mastering the art of phone support is an indispensable asset in delivering outstanding customer service. Empathy, clear communication, efficiency, personalization, and going above and beyond form the pillars of successful phone interactions. By nurturing positive relationships with customers, companies can build brand loyalty, foster customer advocacy, and stand out in a competitive market. Investing in comprehensive training for customer service representatives and integrating cutting-edge technology are pivotal steps towards creating a customer-centric phone support system that elevates businesses to new heights of success.

In conclusion, the best customer service on the phone is an amalgamation of human connection and technological efficiency, where every interaction leaves a positive impression on the customer’s mind.

Google Voice for Business: Using Google’s VoIP service for your business

Google Voice for Business: Using Google’s VoIP service for your business

Answering Service / Call Center Support/ Customer Service

The Basic Features of the Free Version of Google Voice

In this article, we are talking about the free consumer version of Voice, which has been around since 2009. In 2019, Google released Voice for Google Workspace, which we will discuss in another article.

Most small business owners find Google Voice when looking for a cheap or free telephone option for their business. Google Voice remains one of the most popular free VoIP options on the market.

We’ve written before about Google Voice and how it isn’t suited for business use.

While the consumer version of the app isn’t recommended for business use, even by Google, many business owners explore the option anyway.

If you’re considering Google Voice, here’s a rundown of the basics:

Google Voice Cost

Voice is free. Any Google account can also create a Voice account and get set up with free calling, texting, and voicemail to the U.S. and Canada.

Numbers

Voice allows you to select a free number from a batch of numbers Google has available in a particular geographic area. So you can get an area code of your choice.

Google doesn’t support 800 numbers or vanity numbers.

If you wish to port in your existing business number and connect it to your Voice account, you can.

You are limited to one number per Voice account, so you can’t create multiple phone numbers and manage them out of the same Google account. If you wanted to manage multiple numbers on the Voice platform, you would need to sign in and out of the Google accounts they are connected to.

Each Voice account is connected to an existing mobile number, and you can’t tie your mobile number to multiple Voice accounts. Google restricts a phone number from being connected to multiple Voice numbers, so you can’t create as many Voice numbers as you want and have them all connect to your cell phone.

Call Handling

Getting a free Google Voice number is one of the most common reasons business owners turn to Google Voice. It protects your personal number and creates a professional number you can use for business contacts.

Voice will forward calls to your business number to the mobile or landline number of your choice. And using the app, you can make outbound calls using the business number from your cell phone, while masking your cell number.

After Hours Calls

Voice allows you to specify the hours that you want calls forwarded to your cell. After hours, calls are sent straight to voicemail.

Texting

The app offers SMS texting, with all messages coming from the Voice number. Records of all text conversations are stored in the Voice platform in a searchable format.

Voicemail

Voicemails are transcribed and can be emailed to you (according to the settings you choose). You can also listen to voicemails in the app and forward them, just as you would on your cell phone.

Contacts

Contacts are stored within the Google account the Voice account is tied to. So if you’re using your personal Google account for your business Voice number, your personal contacts will be commingled with your business contacts.

Reliability

Voice operates primarily over Wifi, though it does use cellular data when wifi isn’t available. That said, the connections are much less stable than you’d want for a business phone service.

Who Google Voice is Good For

The consumer version of Voice is a good option for consumers, but it isn’t recommended for business use – by Google or by us.

The only business situation Google Voice is a good fit for is solopreneurs who use it solely to create a business number that is separate from their personal number.

If your business has multiple employees answering the phone or if you experience high call volume in which reliability and call quality are key, Voice for consumers is inadequate.

If you are a business owner who needs a true answering service solution – meaning calls get answered around the clock – Contact One can help. We provide 24/7 answering services from our offices in sunny Tucson, Arizona, with trained operators in both English and Spanish.

More Small Business Services Articles:

Financial Rebuilding: How an Answering Service Can Help Staff Return to Full Time

Financial Rebuilding: How an Answering Service Can Help Staff Return to Full Time

Answering Service / Call Center Support

Companies around the world have been forced to make staffing adjustments to survive the COVID-19 outbreak. These include salary reductions, furloughs and layoffs, as well as cutting back on staff hours. It’s never an easy decision to reduce staff or hours, especially during an international crisis. If you need trained, skilled workers but can’t afford them right now, Contact One is an option. By conserving resources now, you position your company to rehire and bring your staff back full time when the crisis passes.

Reduce customer service costs

Even in times of crisis, as your business adjusts to market demands, customer service is a major factor in its success. If you need a customer service representative but hiring or retaining an in-house employee with salaries, taxes and benefits is not feasible for your business right now, an outside answering service with set fees can help you reduce costs and ensure a predictable expense.

2. Eliminate training costs

Training is an important part of the hiring process, but it’s also expensive. According to Small Business Trends, the average cost of training an employee is estimated at $1200-$1800 for small businesses. With an answering service, your customer service representatives are already trained, without the interview, hire and training process required. Our services can help you manage cash flow in the short term, so your business survives this and can reopen the doors and rehire employees.

3. No missed customers

Customers are essential to business survival, but it can be hard to take every call with a limited staff. Our answering service is available 24/7 to take calls — in English and Spanish — for your business. This not only improves your business’s reputation, but assists customers faster, helping to keep your vital customers.

4. Reduce overtime, PTO and other expenses

One area you’ll save money on with an outside answering service is by avoiding paying receptionists/customer service representatives overtime or for working holidays. Contact One monitors your calls 24/7, and doesn’t charge extra for after-hour or holiday service, saving your company thousands of dollars.

5. Improve employee productivity

Depending on how often your business gets calls, it can take a lot of time away from other areas of work. If you’re working on a skeleton crew, but still need help, we’re an option. Hiring us as an answering service gives your existing employees more time to focus their time on revenue-producing activities.

6. Stand out from your competition

During this time of quarantine, it’s important that consumers spend money wisely, and that means being careful about which businesses they trust. Always being there to answer your customers’ calls will make your business stand out from the rest. Having an answering service that is always there to take your incoming calls will build a good reputation for your business.

If you are considering using an outside answering service, or just want to know more, contact Contact One at 1 (877)-959-0158. We can help save your company money, and help speed up getting your employees back to full time.

Answering Services for Small Businesses

Answering Services for Small Businesses

Answering Service / Call Center Support/ Small Business

Small business owners wear many hats. These hats include being the company’s salesperson, marketing agent, accountant, and in some cases, the webmaster. Playing all of these roles alone can be exhausting, especially when customer service comes into play. This is where hiring an answering service can benefit you.

Along with customer service, there are many ways in which an answering service can benefit your small business. Some of these benefits include being available at all times, providing bilingual support, handling orders, and ultimately, saving you money.

Small business owners can’t be in the same place all the time, and it can be costly to hire another person to handle the influx of calls you may be getting. Answering services can help you and your small business by being that present person to your customers at all times. This can mean taking phone calls at any time of day, week, or month (including holidays); or assisting users on your website via live chat, which is a huge benefit itself.

If there’s a delay in answering, or if there’s interruption while speaking with a customer — it may not portray a positive and professional image. The agents that work at answering services are highly trained. That means you, as the small business owner, won’t have to worry about having a representative that is giving out incorrect information, or is speaking to your customers with a poor attitude. Answering services ensure the highest level of customer service is achieved, meaning your customer base will always have their questions answered, their complaints handled, and any wanted information gathered.

Answering services offer a sense of security knowing that they, the small business owners, won’t have to miss a call that could lead to potential business, and won’t have to answer a call that may waste his or her time. Additional benefits of answering services is overflow support, which will answer every call in less than three rings, and call-screening services, to ensure that you’re getting the right kind of calls transferred to you.

Contact One Answering Service offers all of the services listed above, and more. With Contact One, we can take messages, schedule appointments, forward calls, and provide bilingual support to your customers. According to an article by CNN, there are approximately 41 million U.S. residents who speak Spanish at home. Though many of these residents also speak English, it is still important to consider the population that primarily speaks Spanish.

If your small business is within the e-commerce realm, we can help you give your clients the ability to purchase what they want, when they want with the ease and convenience of online shopping. Contact One Answering Service provides order-taking services that will allow your clients to browse through your inventory and make purchases any time — day or night.

The biggest benefit offered by Contact One is knowing that we will help you save money. The cost of hiring an answering service is significantly less than hiring a full-time staff member to do what a virtual receptionist can. The salary alone of a full-time staff can be between $2-$3,000 a month (or up to $35-$40,000 a year!). Most professional answering services provide the same benefits as a full-time employee, but won’t cost nearly as much as hiring new staff.

Running a business of any size can be a challenge. Let us help you get more productive and improve your customer satisfaction. With the answering services, live-chat, bilingual support, and order-taking services, Contact One Answering Service, you can find more success. We give you the services you need to optimize your business appeal and keep your clients satisfied. Learn more about our answering services by calling us today at 1-800-278-3347.

How Outsourcing Answering Services Can Help You Win the New Year

How Outsourcing Answering Services Can Help You Win the New Year

Answering Service / Call Center Support/ Blog/ Contact One News and Updates/ Customer Service/ Professional Services

One of the most common traits of successful business owners is that they know how to delegate. They know that time is money and the only way to focus on more important areas of their business is to hire someone to do the routine tasks.

Answering phone calls is one of the most time-consuming yet vital task in running a business. But if you end up spending 80 percent of your day doing this, eventually, you’ll burn yourself out.

If answering phone calls takes so much of your time, you may consider getting the services of a call center.

Here are some of the ways a call center can help you:

1.It can promptly and professionally take your business calls.

Call center agents are specifically trained to answer phone calls professionally. Depending on what your needs are, these agents can do more than just answering phone calls. They can schedule appointments, take orders, and even provide information to your clients.

2. It can help you boost your sales and minimize losses and lost opportunities.

When companies rely on voicemail as a backup, they can potentially lose a lot of sales opportunities.

Studies have shown that over 50% of customers will not leave a voicemail especially when they are making a purchase. A missed call is a lost opportunity.

Relying on your workforce to do this is oftentimes not enough.

By hiring a call center, you’ll be assured that all clients’ calls are handled professionally. There will be shorter wait times, which can help express a positive image to your customers.

3. It can help you save money.

Hiring another employee to answer your calls can be costly. You will have to train the new employee and provide additional equipment (i.e. desk, chair, etc.). On top of that, you’ll have to set aside a budget for monthly salary, benefits, and off/vacation days. The cost can easily add up.

It’s a more practical solution to get the services of a call center. There’s no need for spending time and money on training as the call center company trains the agents. Plus, these agents can take your calls 24/7, even during the holidays. This is a major bonus especially if you don’t want to lose any sales opportunities any time of the year.

Boost your company’s efficiency and sales this year. Hire a call center!

References:

https://www.practicalecommerce.com/When-Is-It-Time-To-Hire-A-Call-Center

Answering Services for Salons and Spas

Answering Services for Salons and Spas

Answering Service / Call Center Support/ Appointment Setting/ Blog/ Small Business

Salons and spas are generally perceived as places for relaxation, pampering, and de-stressing. Such places are designed carefully to create that ambiance. Your effort though of creating a relaxing place for your customers can be easily tampered by a busy phone system. If you’re experiencing this problem right now, it’s time to consider the services of a virtual receptionist.

How a Virtual Receptionist Can Benefit Salons and Spas

Professional and prompt handling of your customers’ calls

This is one of the biggest advantages of contracting the services of a virtual receptionist. Whether it’s scheduling appointments or providing customer service, a virtual receptionist can do it professionally.

Improvement in your productivity

Virtual receptionists who are trained specifically in this industry are expected to remember and handle effortlessly the salon/spa’s marketing promotions. If you contract answering services from a reputable company, you can expect your virtual receptionist to be adept at communicating to your customers the associated policies of such promotions. They know how to positively offer alternative solutions to your customers if such promotions do not apply to them. This can be a huge help in your business. The less time you spend in dealing with it, the more time you have in serving your clients in your salon/spa.

Simplification of your appointment book

It’s often tricky for a customer to reach their massage therapist as most salons and spas are comprised of independent entrepreneurs who just rent out a space or booth. This means that when a customer wants to contact his/her massage therapist, he/she has to call the company to reach him/her for an appointment. This process isn’t just an inconvenience on the client but also on the entrepreneur as this interrupts his/her ability to service his/her clients in the spa.

With a live answering service, all you need to have is a single phone number that you can advertise and the assigned virtual receptionist shall handle all of your staff’s appointment requests. Keep your salon or spa a haven for relaxation and de-stressing. Get an answering service for managing appointment requests and handling business calls.

Contact One in Tucson provides answering services you can rely on 24/7. Call us to find out how we can help you.

More Small Business Answering Service Articles:

Why After Hours Call Answering is Important

Why After Hours Call Answering is Important

Answering Service / Call Center Support/ Blog

You may have set a regular schedule for your business but your customers have not. It can be tricky especially if you’re in a service industry. Your customers will have needs that may arise after business hours. And you can’t simply ignore these calls.

If you’re in a healthcare industry, ignoring these calls can endanger your customer’s life. If you’re selling a product or service, not answering these calls can lead to frustration and a possible loss in profit.

While it’s possible to either divert your customers’ calls to a voicemail or find a way to pick the phone after your business hours, neither of these are sustainable and efficient.

Diverting your customers’ calls to a voicemail can be frustrating for some. When their needs are not met the moment they need it, they may ditch your brand and opt for your competitor instead. If you opt to answer the phone even if it’s beyond your business hours, it can intrude with your personal time and may eventually lead to burnout.

Getting Phone Answering Services

If you find yourself in a dilemma when it comes to after-hours calls, you may want to consider a phone answering service.

A phone answering service is a specialized service provided by certain companies. These companies have well-trained agents who can take your customers’ calls promptly and professionally after your operating hours. These agents can do more than just answering calls. They can provide product information, schedule appointments, and even take orders.

Reliable companies like Contact One offer top quality live answering services. They can take your customers’ calls 24/7 so you no longer have to worry about missing your customers calls even when you’re away.

Benefits of a Bilingual Call Center

Benefits of a Bilingual Call Center

Answering Service / Call Center Support

Technological advancements have now made it possible for many businesses to expand globally. Because of this, certain adaptations need to be made for a company to reach a wider audience. One of these adaptations is catering to the communication needs of a non-English speaking audience.

How a Bilingual Call Center Can Benefit Your Business

Hiring the services of a bilingual call center is a smart choice for your growing diverse audience. Check out the following benefits:

It offers a more personalized and positive customer experience.
Hiring the services of a bilingual call center is one way of telling your customers that you care for them. Having agents who can speak their language provides a more positive experience for them. In fact, in one study shows that customers are willing to be put on hold if they know they can be connected to someone who can speak their language.
It helps improve conversion rate.
Customers feel more connected when they’re able to interact with someone who can fluently speak their language. If your company can provide that, it will help create a positive brand perception. This will aid in closing deals and encouraging your customers to spread the word about your business.
It reduces your operating costs.
Getting the services of a bilingual call center is a more cost-effective use of your resources. The cost of getting one is less expensive compared to the costs of recruiting, hiring, and training new employees who can speak the language of your audience.
It offers flexibility.
You simply cannot fire a newly hired employee when your call volume starts to drop. It isn’t practical either to get new hires for a certain period in a year when call volume increases. This is why getting the services of bilingual call center is a more practical approach. With them, you can scale up or down, depending on your company’s needs.

If you’re thinking of expanding your business, Contact One can help you provide great, 24/7 service to all of your customers.

3 Reasons Your Small Business Should Hire an Answering Service

3 Reasons Your Small Business Should Hire an Answering Service

Answering Service / Call Center Support/ Blog/ Receptionist Services/ Small Business

As a small business owner, you wear many hats. You are your company’s salesperson, marketing agent, accountant, and in some cases, you may even be the webmaster. Playing all of these roles alone can be exhausting. This is why a professional answering service is a must-have for every small business.

An answering service is a specialized service that can help screen your calls and forward them as needed. It’s a great help, especially for small businesses whose resources are limited. Here are some of the benefits of hiring an answering service:

Never Miss a Call
With a professional answering service, you’ll never miss a call again. You’ll have a dedicated call center agent who will take customer calls in less than three rings. Having your company calls handled promptly and professionally means you’re always open for business, even when you’re on the road, in a meeting, or tending to other business matters.

Provide Prompt Service
Even in a small business, every aspect of it means a lot – including phone calls. When there’s a delay in answering, or if there’s interruption while speaking with a customer – whether it’s background noise or other distractions, it may not portray a positive and professional image. An answering service solves this problem. A virtual receptionist who is professionally trained to handle business calls, will take calls promptly and politely.

Save Money
The cost of hiring an answering service is significantly less than hiring a full-time staff member to do what a virtual receptionist can. The salary alone of a full-time staff can be between $2,000 to $3,000 a month. Most professional answering services provide the same benefits as a full-time employee but won’t cost as much as hiring new staff.
Are you a small business owner tired of wearing all hats to keep your company moving along? Contact One Answering Service based in Tucson, Arizona is ready to help take something off your plate. Our agents take calls 24/7, regardless of your industry. To learn more about our services and to get a quote for your specific business needs, call 1 (800) 278-3347.

Why Use an Answering Service?

Why Use an Answering Service?

Answering Service / Call Center Support/ Blog

An answering service can benefit your business no matter what industry you specialize in.

Answering service companies like Contact One can take your calls in place of a receptionist, handle calls from your customers after hours, and handle call overflow during your company’s peak hours. Hiring a call answering service like this is a good investment for a few of the following reasons:

An answering service can help you gain new customers and keep existing ones.
If your existing and prospective customers encounter a busy line or when their calls go unanswered, they are more likely to move on to a competitor. Not only that, but a dissatisfied customer may share their negative experience with other people, which could translate to a bigger loss for your company.
An answering service elevates your brand.
Telephone service representatives at Contact One are trained in the art of phone communication. They are also provided with specific client information and protocols. Because of this, an answering service can ensure that calls from your customers inquiring about your product or service are handled professionally.
An answering service can save your time.
An answering service can free up your employees time from answering and returning phone calls. The time it saves can help your staff focus on addressing immediate customer needs and growing your business.
An answering service is a cost-effective solution for your business.
Having an answering service can help you save money. It improves the quality of your company’s customer service without hiring new staff and paying for additional phone lines. The cost for an answering service is just a fraction of what you would pay for a new employee and other related costs such as employee training and taxes.
An answering service is available 24/7.
Depending on your industry, a nine-to-five coverage may not be enough. When you outsource your calls to a call center, your calls will be answered and addressed appropriately 24 hours a day, 7 days a week. No missed calls would mean better customer satisfaction.

Contact One provides professional, 24-hour answering services. We can customize our services to meet the needs of your business. Contact us today to learn how our services can help grow your company.

Category: Answering Service / Call Center Support

Elevating Customer Service: Mastering the Art of Phone Support